Technical Support Analyst
Core
First-line technical support for federal agencies and grantees, handling access, account management, and application issues via phone, email, and ticketing systems.
Role type
Senior IC technical support analyst
Builds
User access and account management services for federal customers
Domain
Federal government IT support
Deliverable
client delivery
Required skills
Troubleshooting, ticketing systems (Salesforce/Jira), account provisioning, MFA, customer service, documentation
Preferred skills
Identity and access management, knowledge base creation, performance metrics analysis
Technologies
Salesforce, Microsoft Office Suite, Amazon Connect
Responsibilities
Troubleshoot user access and account issues, document and track incidents, escalate complex issues, assist with access recertification, contribute to process improvements
Seniority
Mid-level, hands-on IC